HRSC Representative Data Coordinator
About The Position
The HR Service Center (HRSC), Service Center Rep – Data Coordinator is responsible for providing tier one resource support on all HR policies, processes, and programs. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HRSC Rep – Data Coordinator will have a strong focus on service delivery excellence within the established service level agreement. The ideal candidate will have excellent interpersonal, listening, verbal, and written communication skills; must be detailed oriented and interact effectively with all levels of staff and management.
Requirements
- High School Diploma / GED Required
- At least one (1) year relevant customer service experience Required
- Ability to provide empathetic service in a fast paced environment (Required proficiency)
- Strong communication skills (written and verbal) (Required proficiency)
- Strong organizational skills, self-motivated and results driven (Required proficiency)
- Effective time management and prioritization skills (Required proficiency)
- Ability to adhere to policy in the maintenance of confidential information (Required proficiency)
- Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR) (Required proficiency)
- Knowledge and understanding of overall HR policies, processes and procedures (Required proficiency)
Nice To Haves
- Bachelor's Degree Human Resources or a similar field of study Preferred
- At least one (1) year working in HR operations or field HR Preferred
Responsibilities
- Acts as first point of contact for HR customer requests (inquiries and issues) and escalates to appropriate channel when required
- Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
- Maintains customer contact until request is resolved, including informing customer of status and resolution
- Provides accurate, consistent and timely responses to HR requests that are considered to be routine requests and require limited research
- Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
- Educates customers on best practices and tools (e.g., Service Portal, ESS, MSS) available
- Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
- Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
- Maintains adherence to all audit/compliance and regulatory requirements
- Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
- Contributes positively to the team through the sharing of knowledge/ideas and active participation in meetings
- Achieves operational metrics in support of the delivery of the HRSC service level agreements
- Responds to inquiries related to applications and requisition assistance, including technical support
- Collaborates with all HR Centers of Excellence (COEs) providing required support
- Other projects and initiatives as determined by the needs of the business
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
